Gilda Borja

Customer Support Professional with experience in chat, email, and remote customer support in fast-paced environments. Skilled in troubleshooting, issue resolution, escalation handling, and customer communication across software and service platforms. Experienced with remote collaboration tools including Slack, Zoom, Google Workspace, and chat support systems. Strong written English communication, multitasking, problem-solving, and organizational skills with a customer-first approach.

Service Team Analyst - Uber - Manila

(2024-01 - 2026-05)

• Supported incident response operations and stakeholder communication during service outages.
• Analyzed operational data to identify recurring issues and service improvement opportunities.
• Collaborated with support and product teams to resolve issues efficiently.
• Created troubleshooting documentation and workflow improvements.
• Maintained accurate issue tracking and escalation follow-ups.

CSR – Chat Support - iBex - Alabang

(2021-11 - 2022-04)

• Delivered customer support through live chat and email channels.
• Responded to customer inquiries and resolved issues professionally.
• Documented customer interactions and maintained accurate service records.
• Assisted customers with troubleshooting and account concerns.
• Maintained service quality while handling multiple customer interactions.

CSR – B2B Reports - Convergys - Makati

(2015-10 - 2016-04)

• Processed business reports and supported partner account operations.
• Maintained accurate documentation and reporting records.
• Assisted in resolving account-related concerns.

PRO III / Research Specialist - Philippine National Bank - Manila

(1990-07 - 2001-06)

• Provided administrative and documentation support.
• Managed data entry, file organization, and report preparation.
• Assisted in creating marketing and communication materials.

Bachelor of Science - Business Administration – Major in Accounting - College of the Holy Spirit

Bachelor - Fine Arts - Tarlac State University